What factors are contributing to the 30% increase in customer support tickets related to LexisNexis's PatentSight tool in Q2?

Introduction

The 30% increase in customer support tickets for LexisNexis's PatentSight tool in Q2 is a significant issue that requires immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this increase been observed in previous Q2 periods?

Why it matters: Helps distinguish between cyclical patterns and unique issues. Expected answer: No similar increase in previous Q2 periods. Impact on approach: If seasonal, we'd focus on capacity planning; if not, we'd investigate recent changes.

• Considering user segments, I'm curious about the distribution of tickets. Are we seeing this increase across all user types or is it concentrated in specific segments?

Why it matters: Identifies whether the issue is widespread or localized to certain user groups. Expected answer: Increase is primarily seen in enterprise users. Impact on approach: If concentrated, we'd focus on that segment's specific needs or recent changes affecting them.

• Thinking about recent changes, have there been any significant updates to PatentSight in the last 3-6 months?

Why it matters: Helps correlate the increase with potential product or system changes. Expected answer: A major UI overhaul was implemented 2 months ago. Impact on approach: If recent changes exist, we'd scrutinize their impact on user experience and functionality.

• Regarding ticket categories, I'm wondering if there's a pattern in the types of issues being reported. Are certain categories of tickets showing a disproportionate increase?

Why it matters: Pinpoints specific areas of the product or user experience that may be problematic. Expected answer: A significant increase in "data accuracy" related tickets. Impact on approach: We'd focus our investigation on the specific areas showing the most substantial increase.